Lean concepts utilization in outpatient nursing services improvement in lamthap hospital การใช้แนวคิดแบบลีนในการพัฒนารูปแบบบริการพยาบาลผู้ป่วยนอกในโรงพยาบาลลำทับ

Abstract

The purpose of this Qualitative research was to study the developing a nursing service model using the Lean concept in the outpatient department, Lam Thap Hospital, Krabi Province , evaluated results from satisfaction and service waiting time. The sample were the  outpatient department service recipients from December 2023 - January 2024.The sample size was 396, selected with the Purposive Sampling.The research instrument was a questionnaire provided from the Nursing Division  Ministry of Public Health. Data were analyzed by descriptive statistics, including frequency, percentage and average with standard deviation.             The results showed that  it was possible to reduce the work process steps in the outpatient department from 6 steps to 5 steps. Operated by combined patient triage service point and patient history taking service point for appointments together and added a self-registration point at an automatic registration kiosk. The results of evaluating the satisfaction of service recipients after improving the work process were greater than before improving the work process Increased 13.68 percent from 70.9 percent to 80.6 percent, with statistical significance at the .05 level. And the waiting time of service recipients after improving the work process was less than the waiting time before improving the work process decreased by 28.31 percent from 60.4 minutes to 43.3 minutes, with statistical significance at the .05 level.             This study showed that work process development using the Lean concept Helps work to be more efficient. Therefore, a clear organizational policy should be established. There is a focus on the same goal of every department and encourage personnel in the organization to study and learn the process of applying Lean concepts in order to make the service work process at each service point efficient and service recipients are more satisfiedKeywords: Lean process   waiting period   satisfaction